DIVINBYDIVIN
Frequently Asked Questions
Everything you need to know about our products, your order, delivery and returns. If your answer isn't here, our team replies within 24 business hours through the contact form.
PRODUCTS
When will the new items be available?
New collections are available every month of the year.
To make sure you don't miss a release, subscribe to our newsletter and follow us on our social networks.
An item I want is no longer in stock, will it be restocked?
Some items are put back in stock during the year, depending on demand.
Follow us on our different networks to be sure not to miss a restock.
I don't want to miss any drop, how can I do it?
Subscribe to our newsletter and follow us on our social networks. Every drop is announced there first.
What size item should I get?
Some items are naturally oversized and others are true to size. It is written in the description of each product.
You can also open the size guide on the product page to check the exact measurements before ordering.
How do I take care of my items?
A washing label is present on each article, and following it is the best way to keep your DivinByDivin pieces in condition.
As a general rule, wash cold with similar colors and let dry in the open air. This keeps the colors bright and preserves the embroideries and prints.
If you have any doubt, write to us at contact@divinbydivin.com.
How can I get more information about an item?
Need more details about an article? Send us a message through our contact form or write to contact@divinbydivin.com, and tell us which product you have in mind.
ORDER & PAYMENT
Can I change or cancel my order?
Orders are transferred to our logistics team automatically, so we unfortunately cannot cancel or modify an order once it has been validated.
Please check your information and the items in your cart before confirming your order.
I haven't received any email since I placed my order, what should I do?
Your email address may have been mistyped, or our message may have landed in your spam folder.
Send us your order number through our contact form and we will look into it.
How do I know the status of my order?
Right after your order is validated, you receive a summary by email. Our team then prepares it as quickly as possible.
As soon as it ships, you receive a second email containing your tracking number.
My order is marked as delivered but I have not received anything, what can I do?
Contact us with your order number through our contact form or at contact@divinbydivin.com, and we will find a solution with the carrier.
What payment methods are available?
You can pay with Visa, Mastercard, Apple Pay or Shop Pay, through Shopify Payments, which secures every exchange of information.
My payment failed, what can I do?
This can come from a card error or from an item that went out of stock while you were ordering. Try again and double check your information.
If your account has been debited but you have received no order confirmation, contact us as soon as possible through our contact form.
DELIVERY
I placed an order but I still haven't received a shipping confirmation?
Once we receive your order, our teams prepare it in our warehouses before handing it to the carrier.
You receive a shipping confirmation email with your tracking link as soon as it has been processed. This delay can be longer during a new collection release or a busy period.
Where do you deliver?
We deliver worldwide. The full list of zones, carriers and rates is on our Delivery Information page.
How much does delivery cost?
Shipping depends on your destination country, and the exact amount appears at checkout once you have filled in your address.
Delivery is free from €125 in France and a large part of Europe, and from €200 for Cyprus, DOM-TOM and the rest of the world.
All the rates are detailed on our Delivery Information page.
Do I have to pay additional customs or import fees?
If you order from outside the European Union, customs fees may apply on delivery. They are set by your country and are payable by you.
For orders delivered in Metropolitan France or in the European Union, excluding Switzerland and the United Kingdom, no customs fees apply.
How long does delivery take?
In Metropolitan France, delivery is handled by Colissimo, in 24 to 48 hours after the shipping confirmation email.
In the European Union, including Switzerland, count 2 to 5 working days, and 6 to 12 working days for the rest of the world.
These times are indicative, exclude weekends and public holidays, and can vary depending on the period of the year. The detail by country is on our Delivery Information page.
How can I track my order?
As soon as your order ships, you receive an email with a tracking link. Check it regularly so you don't miss the delivery.
I am not present at the time of delivery of my order, what should I do?
If your parcel cannot be handed to you, the carrier usually offers several options: leaving it with a neighbour, dropping it at a pick-up point, or trying again.
Your tracking link tells you which option applies to your parcel.
The indicated deadline has passed and I still haven't received my order, what should I do?
Delivery times are indicative and can vary with the hazards a carrier meets on the way. Your tracking link shows where your parcel is.
If it has not moved for several days, write to us through our contact form with your order number.
RETURNS & EXCHANGES
The item I received is defective, what can I do?
We are sorry that the item you received is not as expected.
Contact our customer service through our contact form or at contact@divinbydivin.com, with your order number and a photo of the defect.
Please do not send the item back before our confirmation, it would slow down the handling of your request.
How do I return an item for a refund?
You can return an item within 14 days of receiving your order, without having to justify it.
Contact us first through our contact form or at contact@divinbydivin.com with your order number. Our confirmation email is what validates the return, and you then have 14 days to send the parcel.
Items must come back unworn, unwashed and in their original packaging. Each returned parcel is checked on arrival, and an item that is not in its original condition cannot be accepted.
Return shipping costs are at your expense.
How long does a refund take?
We refund as soon as the returned item reaches us, and our customer service confirms it to you by email.
The refund goes back to the payment method used for the purchase, and appears within 5 to 10 days depending on your bank.
How do I exchange an item?
You can exchange an item within 14 days of receiving your order.
Send us your order number and the item you want to exchange through our contact form or at contact@divinbydivin.com. We confirm the exchange if the size you want is still available.
Still need help?
Our customer service answers within 24 business hours. Write to us through the contact form with your order number and we'll take it from there.
Curious about what other people think of our pieces? Read our customer reviews.